Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/09/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 14, 2021 I purchased a ASUS ROG Strix 27" 4K HDR 144Hz DSC XG27UQR monitor from NewEgg (Order number *********) for $741.99. The monitor comes with a limited warranty of three years on parts and two years on labor. Therefore the monitor is still under warranty. After a few months of use we started to notice a blue shadow or haze which appeared behind black lettering (I have photos of this issue). I contacted ASUS support and they told me to send the monitor in for repairs. I sent it and received it back and the problem still existed (I also have additional photos of the issue after they said it was repaired). They told me to send it back again which I did and this time they said they couldn't reproduce the problem (despite the fact that they had already accepted that there was a problem the first time I sent it). They said that was all they could do and sent it back again. I got it back again and of course the problem still existed. I also noticed that the front logo on the monitor was damaged. I told them about the damage and they claimed it wasn't damaged when they sent it back; however before they sent it back they took a video of the monitor and in the video it clearly shows the damage and that they were lying about. Furthermore the blue shadow problem still exists.At this point I feel that this monitor is fully defective and I want either a different monitor that doesn't exhibit this blue shadowing issue or a refund. I can't keep sending this monitoring back and forth forever. ASUS needs to honor their warranty.I have attached photos of the blue shadow issue and the logo which they damaged.

  Business Response

  Date: 01/17/2023

  Good Evening,

  
  I understand your frustration and the inconvenience that you are having with
  your monitor due to the repair facility not being able to duplicate your issue 
  with the blue line behind the words on your monitors.  I see that you stated
  that you sent in pictures but the one one that is on this case  where the logo is
  damaged on the front of the unit.  
  I could use some more pictures of the issues that your are having or a video of
  what is happening so that we can forward that in with another RMA to get 
  this issue resolved.  If you would like to proceed with another RMA and can send in
  the additional information I will be happy to get that started for you.
  Sincerely,

  
  ************
  **************************************************

  Customer Answer

  Date: 01/20/2023

   
  Complaint: 18711849
  
  I am rejecting this response because:

  Ive already sent the monitor back and am waiting for an update. I dont want to close this case until we are satisfied that the monitor has been repaired or replaced to my satisfaction. Thanks. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 01/26/2023

  Good Afternoon,

  
  I hope you are doing well.  After looking into the 3rd RMA
  we are still are unable to find any reason for the shadow or
  blue haze behind your words after we have done extensive 
  testing and additional images. 

  
  I have asked that they do replace your ************ as
  a courtesy.  Thank you for your time and patience.
  
  
  Have a Great Day!
  ************
  **************************************************

  
  

• Initial Complaint

  Date:01/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Laptop purchased NEW via Amazon on October 3, 2020 for $1,599. See attachments. On December 09, 2022 pre-paid $85 for diagnostics since the laptop failed to turn on.Sent Laptop, Via Fed Ex Ground to Asus for repair because the laptop would not turn on. Apparently short circuited inside, that was back on December 22, 2022. Laptop not yet repaired

  ASUS Service No=N2212013494-0003
  Rma No=USPCNC1434

  Business Response

  Date: 01/16/2023

  Good Afternoon,
  I would like to apologize for the delay in your RMA process but I am showing that you will
  need to have a new MB and that there was damage on the KB show that it is broken on S**** hole HDD area.
  Due to the fact that you are no longer under warranty you were sent a quote for the replacement of the MB
  and to repair where the s**** hole is damaged.  
  I am showing that your warranty was good until 10/06/2021.  Each Product comes with a year warranty with
  the option to purchase a extension at the time of purchase only.
  I am seeing that they offered you a 10% discount, if you accept this offer I will be happy to update your
  quote to show this discount.
  Sincerely,
  ************
  **************************************************

  Customer Answer

  Date: 01/17/2023

   
  Complaint: 18706494
  
  I am rejecting this response because:
  There is a short circuit causing the laptop not to turn on. I purchased the laptop new for $1,500 and the repair quote I ASUS offered me including 10 discount is around 2/3 of the new-laptop purchase price.
  Sincerely,
  
  ***********************

  Business Response

  Date: 01/25/2023

  Good Evening,
  I understand that you are frustrated with the cost of the quote for your MB replacement.
  I see that this quote was for $934.50.  I can offer you a 30% discount at this time which brings
  your price down to $654.15 including tax. Please let me know if this is something that you
  would like to proceed with.
  Sincerely,
  ************
  **************************************************

  Customer Answer

  Date: 01/26/2023

   
  Complaint: 18706494
  
  I am rejecting this response because: The computer has a short-circuit. From the beginning ASUS first denied any warranty. Second, ASUS claimed the warranty had ended. Third ASUS asked me for $85 for diagnostics and I sent the laptop and charging cable as instructed. Fourth ASUS asked for 2/3 of the cost of the new laptop for repairs. Fifth ASUS asks for $654.15 fore repairs or 3/5 of the cost of the ASUS TUF laptop when purchased new. That a laptop short-circuits within two years of being purchased new is not reasonable for a so called TUF gaming laptop. The laptop is anything but TUF. ASUS ought not be allowed to use the term TUF on laptops. TUF implies durability, short-circuiting less than two years after purchase new is not durable.  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:01/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased an Asus laptop from a local Best Buy in February 2022. Back in November of 2022, one USB port stops working properly. When sending laptop in for warranty-covered RMA, clear instructions on how to replicate the problem were given. Repair center called at the beginning of December 2022 stating they could not replicate the problem, and I explained how to replicate it once more. They said they would replace the motherboard. There has been no update since that phone call. I have reached out to service multiple times, and each time I'm told "my unit is in repair, someone will contact you within ***** hours", only to never be contacted. They have had my laptop, that I use for work, for over a month now, with little to no information being provided. Service number is Service No=N2211020898-0009. RMA number is USPCNB2565.

  Business Response

  Date: 01/13/2023

  Good Evening,
  I understand your frustration and inconvenience
  that you have gone thru while you were waiting
  for the Repair Facility and Technician to look at
  your laptop and help to resolve your issues.
  I am seeing that your unit was returned to you
  with the tracking #************ with a estimated
  delivery time of Saturday 1/14/23.  

  
  For further updates you can also check online 
  *****************************************************************************************.
  Sincerely,
  ************
  **************************************************

  
  

  Customer Answer

  Date: 01/16/2023

   
  Complaint: 18695509
  
  I am rejecting this response because: laptop was indeed shipped back to me only because their repair department insisted they could not replicate the issue. I received the laptop back and immediately was able to replicate the issue. I documented the problem on video, and sent a link to the video to their service department asking for another ***** label so that the unit can be shipped back to have repairs (hopefully successfully) performed. I have not heard back from them yet, but I did reach out to them over the weekend, so I imagine their offices were closed. This matter is still *NOT* resolved.
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 01/23/2023

  Good Afternoon,
  I understand your frustration and the inconvenience of receiving your laptop
  back.  I do see that you have already opened a new RMA for them to look
  at the unit again and that you also sent in another video with the issues that
  you are having with it.  
  I didn't see that a label was sent out so I forwarded you one and you should 
  received it in your email.  If you do see it please check your spam or junk folder.
  Thank you for your patience.
  
  
  Sincerely,
  ************
  **************************************************

• Initial Complaint

  Date:01/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  -On November 3rd, 2022, I received an email from my internet provider (Xfinity) stating the following; Your internet equipment is no longer compatible with our network. Replace your internet equipment today. Due to a manufacturer issue with the certificate on your equipment required for internet service, your current internet equipment is no longer compatible with our network. To avoid a service interruption, please replace your internet equipment as soon as possible. ASUS is providing a replacement device to customers who purchased equipment with this manufacturer issue. - I proceeded to request a replacement with ASUS. - After multiple attempts to arrange for a unit to be sent out and after replying to over 19 emails and speaking to agents multiple times nothing has been resolved to this date 1/4/2022. -My internet provider worked in the area and updated their service. My router no longer works with their network and I am left without internet for days. -I've contacted ASUS multiple times and their incompetence to send me a replacement unit or compensate me for the lost work/internet has yet to be resolved.

  Business Response

  Date: 01/13/2023

  Good Evening,
  I apologize for the issues that you have been having with getting your RMA corrected and the
  unit sent to your for replacement.  I have seen that your RMA was switched from a Advanced 
  Shipment to a mail-in/mail-out.  I will at this time find out why it hasn't been moved back as
  of yet and get this fixed at this time.
  Please respond directly with me going forward.  I will have the most updated information and
  your requests will not be delayed.  I will reach back out to you with all the information regarding
  your unit and you should be receiving a quote for the credit card hold with in 2- 5 business day.
  
  
  Sincerely,
  ************
  **************************************************

  Customer Answer

  Date: 01/16/2023

   
  Complaint: 18686449
  
  I am rejecting this response because: 

   

  The agent does not specify if the unit has shiiped. He/she mentions "sent", however nothing has been communicated.  No tracking number or ETA has been specified.

  Neither has the other issues been addressed.  

  
  Sincerely,
  
  *****************

  Business Response

  Date: 01/23/2023

  Good Evening,
  I hope this finds you well.  You *** was updated on the 13th and
  we are just waiting for a unit to be shipped.  The usual time
  frame is 7 to 10 business days from the day that the inventory has
  pull the unit and forwarded to the repair facility.  I will update you
  in 24 to 48 hours to let you know how the *** is going to get
  this sent out ASAP.
  Sincerely,
  ************
  **************************************************

  Customer Answer

  Date: 01/30/2023

   
  Complaint: 18686449
  
  I am rejecting this response because: I have not received the supposed unit. It is January the 30th and I have yet to receive the unit. 

   

  Nothing has been communicated regarding a tracking number. Or steps moving forward.
  
  Sincerely,
  
  *****************

  Customer Answer

  Date: 02/14/2023

  Hello BBB, 

   

  The issue has not been resolved. 

   

  Thank you, 

   

  ****

  Business Response

  Date: 02/23/2023

  Good Afternoon,
  I apologize that your issue is still unresolved at this time.
  In looking thru your past case I am seeing that a quote
  was sent to you for the credit card hold that needs to 
  be captured before sending out a unit.  If after 5 days of
  not receiving anything type of conversation this will
  automatically close the ***.  I will be more than happy
  to reopen the *** for you to proceed with getting this
  unit sent to you but they will be sending you another CC 
  hold quote of the **** of the unit before ********** out.
  
  
  Thank you
  ************
  **************************************************

  Customer Answer

  Date: 03/01/2023

   
  Complaint: 18686449
  
  I am rejecting this response because: I have yet to hear from this company on the **** Nothing has been resolved du yo their very poor customer **********************. 
  
  Sincerely,
  
  *****************

  Business Response

  Date: 03/08/2023

  Good Afternoon,
  I apologize that your issue is still unresolved at this time.
   I am seeing that the last email I sent to you I asked if 
  you wanted me to open a new *** and send another 
  quote out to you because the 1st quote that was sent 
  out was not responded to so the *** was closed. We 
  would like to get this resolved for you. 
  I will be more than happy to reopen the *** for you to
  proceed with getting this unit sent to you but they will 
  be sending you another CC hold quote of the **** of 
  the unit before ********** out. This Quote will need to be
  
  paid with in 5 days, one we received the other unit back we
  will release that hold back to you.  Please reach back out
  to me to let me know how you want to proceed.
  
  
  
  Thank you
  ************
  **************************************************

  Customer Answer

  Date: 03/09/2023

   
  Complaint: 18686449
  
  I am rejecting this response because: in the last email the party sent to BBB , they do not provide dates of the claimed emails they sent. 

  I have asked the party to keep communications open via this channel and so far they have failed to do so. 

  There should be some sort of inconvenience reimbursement issued due to the fact that this matter has been opened since November of 2022. 

  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:01/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi there Asus is very bad with customer ********************** they keep hanging up the phone on me this is the second time they did it they're not responding to their emails anymore and they gave me a email stating that they're going to replace my High refresh rate gaming monitor with something with less refresh rate. I told them not to do that and they are not responding to their emails anymore and they keep hanging up the phone on me it's really bad. I need them to replace it with what model I had originally told them and cover all the costs. I would like to buy an Asus motherboard but I'm not sure if they're going to mishandle that if I do have an issue in the future.

  Business Response

  Date: 01/03/2023

  Good Afternoon,

  
  I apologize that you didn't get your response in a timely manner as we were
  off for the Holiday.  I did reach out to you this morning with the update information
  stating that we have updated your RMA for the PG259QNR. 

  This will take 3-5 business days for the Inventory to research and make sure that we
  have this available for you.  I will be getting back to you at this time or earlier
  if possible.
  
  
  Sincerely,
  ************
  **************************************************

  
  

  Customer Answer

  Date: 01/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 02/21/2023

  Asus still has not sent me the money back from the hold even though the hold was released last week. I still haven't seen my money back and they still haven't answered me telling me when it will be back. I cannot seem to update the monitor firmware or software so there is this blurring issue that sometimes I do see in game when the action gets heavy and is very obvious on the desktop they are telling me it is normal but it is not. The other monitor did not have this issue. I I would like this corrected today with my money given back and a new RMA started without having to pay anything.

  Business Response

  Date: 02/24/2023

  Hello,

  
  This is in response to the BBB message that was filed regarding the
  refund of the CC hold and your unit issues that we are currently working
  on.   I am currently working on the refund for you.  
  I just wanted to touch base with you.  We are just wanting on addition
  assistance from the Technical Support Manager which could take 3-5
  business days for them to respond back to us.  I will continue to keep
  you updated on this.  I hope you have a great weekend.  
  
  
  Thank you
  ************
  **************************************************

  Customer Answer

  Date: 02/24/2023

   
  Complaint: 18675175
  
  I am rejecting this response because: Asus sent an email that the hold was released a few weeks ago but the correspondence can't give me an answer what is going on with the hold and the monitor that was sent as a replacement should have an easier way to update the firmware or a better way to reduce issues with blur. I feel like this process could have been much more streamlined and I'm waiting to see what Asus will do.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 03/06/2023

  Good Afternoon,
  I will be happy to put in a RMA for a courtesy adapter for you at this time.
  I will also ask for a DP cable but I am not sure if we have them available at this time.
  As for the firmware.  If you feel that you don't have the most recent available firmware
  that is available on our website please feel free to update that and see if that helps.  As for
  going onto VRChat that is no a media platform that I has access to so you would need
  to put that on ****** docs or ******* for us to see.
  
  
  Again we would don't contact PayPal as this was something that originated thru your and them
  and and once we received the unit back we released our hold.  we don't keep anything on our
  end concerning your information on that transaction other than we release it and the amount.
  I apologize for this inconvenience.
  
  
  Sincerely,
  **************
  **************************************************
  

  Customer Answer

  Date: 03/07/2023

   
  Complaint: 18675175
  
  I am rejecting this response because: I provided all the necessary information and I would like a newer power adapter and newer DisplayPort cable provided and I did provide a video showing the issue in this game I'm a little bit tired of dancing around the issue and the firmware update I don't see it on the website you have to provide it or some kind of fix because there's no way that this is normal monitor Behavior, please let me know
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 03/24/2023

  I just spoke with ******************** on the phone today. We are working to locate a

  suitable replacement and have a few in mind that he provided. Once we have

  one located, I will update you further. 

  Thank you, 

   

   

• Initial Complaint

  Date:01/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought an Asus motherboard, it comes with a program installed on the motherboard. I put together the computer and everything worked fine. I then installed the program on that PC and one other. Both computers stopped working. I got the previously owned computer back working, but the harddrive on the new computer was bricked. I've spent the last 25 days calling them every 3 days. They have verified that the program caused the error, but will not do anything about it because they didn't make the harddrive just the motherboard. I purchased the motherboard on November 25th 2022.

  Business Response

  Date: 01/11/2023

  Good Evening,

  
  I apologize and understand the frustration and the inconvenience
  of your motherboard not working with your hard drive that is not
  a ASUS model.   I see that you have been working with product
  support to get a list of compatible motherboards for your HD.

  
  I am also seeing that your system bricked due to the a 3rd part
  part/program.  Unfortunately the warranty doesn't cover and damage cause by 3rd party 
  parts.  
  Exclusions from this Limited Warranty Service
  Asus does not guarantee uninterrupted or error-free operation of this product. Any technical or other support provided for the product under warranty, such as assistance via telephone with "how-to" questions and those regarding product setup and information, being provided without warranties of any kind. The warranty only covers failures or malfunctions occurred in normal use conditions during the warranty period, as well as for any material or workmanship defect. The warranty will not apply if:

  
  1. Damage caused to this Product(s) by you or any non-authorized third party.
  2. the serial number has been altered, cancelled or removed;
  3. the damage is caused by accident, natural disaster, intentional or accidental misuse, abuse, neglect or improper maintenance, or the abnormal use conditions;
  4. the damage is caused by an external electrical fault or any accident;
  5. the damage from use outside of the operation or storage parameters or environment detailed in the User's Manual;
  6. the damage is caused from the using of parts not manufactured or sold by ASUSTeK.
  7. damage is caused from third party software or from virus(es)

  8. the software loss or data loss that *** occur during repair or replacement.

  Sincerely,
  ************
  **************************************************

  Customer Answer

  Date: 01/11/2023

   
  Complaint: 18674645
  
  Complaint: 18674645

  
  

  I am rejecting this response because:

  
  

  There are only two 1st party hard drives made by Asus and they are both external hard drives. Therefore it's impossible to use 1st party hardware to build a computer. Furthermore, my other computer that got bricked had a ******* Evo 970, the most popular solid state drive. Luckily I was able to recover that drive. This bug has been verified and recreated by your technical and facilities  department. Before I was told that this issue wouldn't be resolved because it was my own responsibility to inform myself on the compatibility of hard drives and your programs. As I verified today with your customer ********************** line. That information is not available anywhere and they have to do some investigation with your technical department. If the information is not available to make an informed decision, how am I supposed to make that decision? Now I'm told it will not be resolved because I didn't buy 1st party hardware that does not exist? I've been in contact with you guys for over a month now. The initial troubleshooting took so long I missed the 2 week window to return the motherboard to the store I bought it from. I'm stuck with it now. And your company has admitted that your product has caused the fault. And keeps coming up with more and more reasons why you won't fix the problem.

   

  Sincerely,

  
  

  *******************
  

  Business Response

  Date: 01/16/2023

  Good Afternoon,
  I understand the frustration and the inconvenience of not having
  the products available for you at this time that are compatible.  We
  are in the process of testing them and will get out a QVL as soon as
  we have that information.  Your part would not be covered though unfortunately
   its a 3rd party part so we don't have a way to test the 3rd party to our 
  units only our products with our units to show compatibility.
  
  
  Sincerely,
  ************
  **************************************************

  Customer Answer

  Date: 01/19/2023

   
  Complaint: 18674645
  
  I don't think you even read my last note. Asus does not make 1st party internal hard drives. The only hard drives Asus makes are external, so ALL internal hard drives are third party. Let's pretend Asus sells guns, I buy a bullet that is the correct caliber, but the gun explodes and blows off my finger. Asus says it's not covered because I didn't buy a bullet from them, but they don't sell bullets they sell guns and grenades! If you can't/won't repair or replace my hard drive, I will also accept my money back for the motherboard, since I spent too long troubleshooting with your terrible customer ********************** and I can't return it to the store I brought it from
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:01/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent my ASUS Vivobook Pro 16x laptop in for repairs to ASUS and was sent an RMA. The first repair did not fix the issue (screen flicker). I called again and got another RMA. Unfortunately, I was unable to send it in due to my college major (Architecture) needing the laptop for any college work and finals week. The next time I called, I asked if there is any way to get a refund, a partial refund, or just a replacement of the whole laptop, but I was denied of either of those and was instead told to send it in for repairs again. I sent it in again for repairs and just got it back today (01/02/2023) and instead of being fixed, it has a crack at the top left of the screen AND the display will not turn on. Of course, I called ASUS again and they told me this time that I should send it in for repairs again, even though I have sent it in multiple times before and they did not repair a single thing. I cannot send it in again since I am desperately in need of a usable laptop now since I am starting architecture studio next semester and it requires programs that uses a lot of expensive hardware.Below is a link attached that shows the screen damage, the original problem (flickering screen) and the previous interactions I had with ASUS. ***************************

  Business Response

  Date: 01/11/2023

  Good Afternoon,
  I want to apologize for all the frustration and the inconvenience that you have gone thru
  with the cracked screen that happened during shipment to you. 
  I do see that a RMA was set up under your Mothers name RMA # USPCR11129 and a prepaid label was
  also sent out.
  At this time I have a offer of some 2 units that we have available at this time for replacement.
  1.90NR04J1-M00900
  2.90NR04J2-M02400
  
  
  I have attached a specification sheet for the 2 products.  
  Please let me know as soon as possible what unit you would like to approve as our inventory
  
  does go fast.
  Sincerely,
  ************
  **************************************************
  
  

• Initial Complaint

  Date:12/22/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a motherboard from an authorized retailer. The motherboard is defective. I contacted Asus to get a replacement. They informed me that they do not have a replacement.

  Business Response

  Date: 12/27/2022

  Good Afternoon,
  Your case has been escalated to and taken over by our *********************** team, please respond directly to their emails that are sent via ACI-*************************************** Any contact through different channels may delay a response as we are required to pass your case back to the team that is handling it.
  
  
  Sincerely,
  ************
  **************************************************

• Initial Complaint

  Date:12/22/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Filed 18477670.Resolution: Company agreed to repair at no cost.Received From Asus:Quotation Invoice: ************** Quotation Invoice Date 12/22/2022

  Business Response

  Date: 12/27/2022

  Good Morning,

  
  I can understand your frustration in receiving the quote after being told that this would be fixed at no charge.  
  Unfortunately when you replied back thru the Call Center you were not sent back to me as I was the one
  working the initial case and would have sent you the *** and updated all your notes for FOC.  At this time
  I am seeing that ********** was discounted 100% and this is at no cost to you and that the Repair Facility is
  working on the *** to send out the motherboard.  Again, I apologize for the delay in response as I was
  not updated on your response. 
  
  
  Sincerely,
  ************
  **************************************************

  Customer Answer

  Date: 12/28/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  I understand fully.  I had sent an email prior to creating the *** but did not receive a response, which is why I proceeded.

  
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:12/20/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In January 2022, i built a desktop computer i attempted to make sure the components were compatible by using a site called 'PC Part Picker'. I purchased the ASUS 'ROG Crosshair VIII Dark Hero ATX AM4' main board for $429.00 from ASUS. The main board had a problem and **** back to ASUS, three different attempts were made by ASUS with three different RMS and no fix. I did some research to find other boards that were compatible with my CPU. I found another ASUS model 'ASUS ROG STRIX B550-F' for $189.99. The new model is working fine with no issues. The difference in cost between the two boards is $239.01 i contacted ASUS for a refund of the difference. ASUS support informed me their policy does not allow refunds. I have a hard time believing a company of this size has such a policy. This is how ASUS treats their customers?

  Business Response

  Date: 12/27/2022

  Good Morning,

  I understand your frustration and the inconvenience that you have gone thru with the *** 
  process of replacing your motherboard. ASUS's didn't have any of the same stock in inventory
  at the time of the *** so they found a comparable model with the same MSRP.  
  We would not be able to do a refund as ASUS warranty's doesn't cover
  refunds only repairs. At this time the only option that we have is the original model
  which is a refurbished/recertified model.   
  
  The recertified unit you will receive comes direct from the manufacturing site and has not been used by any customers but may have new 
  and/or remanufactured parts inside the unit: however we cannot classify it as a brand new unit since these are warranty units that are not intended for resale. This is also standard or common practice for most electronic devices when utilizing the manufacturer's warranty. 
  For more information regarding the warranty for your ASUS product(s) you may visit 
  ************************************************.
  
  Otherwise we could look to see if there are other comparable New In Box models that we can offer to help resolve the issue at this time.
  please let me know how you would like to proceed at this time.
  
  
  Sincerely,
  ************
  **************************************************

  Customer Answer

  Date: 12/28/2022

   
  Complaint: 18612296
  

  I am rejecting this response because:

  I have had three case numbers for this problem
  # N2204029033, # N2206002786 and # N2207036660-0001.
  At one point i was sent a new board Serial # *************** that did not fix the problem.

  I did the research to find another ASUS model 'ASUS ROG STRIX B550-F' for $189.99.

  ASUS did not locate a compatible board for me.

  Since ASUS is not willing to refund the difference ($239.01) in money between the two boards i would request a full refund of all monies.

  I will return the ASUS board i now have (ASUS model 'ASUS ROG STRIX B550-F) to end this transaction.

  
  
  Sincerely,
  
  *************************

  Business Response

  Date: 01/09/2023

  Good Afternoon,

  
  I understand that you are requesting a refund of the unit that you have but the only option that we
  have available it to replace the unit you have.  We can look to see if there are other comparable 
  New In Box models that we can offer to help resolve the issue.  
  I will be more than happy to get a this process started for you. 
  
  
  Sincerely,
  ***** S
  **************************************************

  Customer Answer

  Date: 01/11/2023

   
  Complaint: 18612296
  
  I am rejecting this response because:

  A new "in box board VIII Dark Hero ATX AM4 main board for $429.00 " was sent to me but it had the same problem the board was returned September 16, ******************** or on August 10, 2022, RMAUSPCN90163.

  The computer is currently working just fine with the 'ASUS ROG STRIX B550-F' for $189.99, there is a difference in price of $239.01. 

  To completely disassemble my computer and reassemble it is very inconvenient.  If you can guarantee the problem does not exist in the "new" replacement board i will try it, one more time.

  This difference in price is what I'm asking for.
  
  Sincerely,
  
  *************************